55% of Contact Centres Don’t Provide Agents With Customers’ Channel History Related Articles The History of the Call Centre - Updated Podcast: Channel Shift: How can we safely move customers from one channel to another? History Of Call Recorders 23 Considerations to Make Before Implementing a New Digital Channel 585 Filed under - Contact Centre Research, Call Blending, History, Polls According to our poll, over half of contact centres do not present information of a customer’s channel history to the agent when they call. In fact, only 14% of contact centres make it easy to see all of the channels that the customer has used, with the remaining 31% providing a “reasonable” view of channels the customer has used. Poll – “Can your agents easily see all the contact history, across all channels, when a customer contact you?” – answers Yes – Can easily see all channels the customer has used: 14% Mostly – Reasonable view of channels the customer has used: 31% No – Cannot easily see all channels the customer has used: 55% Source: Call Centre Helper Webinar: How To Integrate Email, Voice and Chat into the Contact Centre Sample size – 144 Date: May 2015 Author: Megan Jones Published On: 7th Oct 2015 - Last modified: 26th Oct 2021 Read more about - Contact Centre Research, Call Blending, History, Polls Recommended Articles The History of the Call Centre - Updated Podcast: Channel Shift: How can we safely move customers from one channel to another? History Of Call Recorders 23 Considerations to Make Before Implementing a New Digital Channel Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter